National Credit Care

One of our managers spoke with the client on 9/26/at 10:22AMThe issue was resolved with the client before the complaint was forwarded to our company on 9/27/

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ The file was closed on 9/as requested and the final payment drafted 10/(federal law requires billing in arrears)The issue was resolved before we received the complaint but not before the client's mother filed the complaint for him Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/28) */ They finally stopped the service but, did not refund their payments...that's ok....however, National Credit Care, did nothing for us and I had to call several times to get them to stop and to stop charging for services jot wanted...they have called me a couple of times now that they have finally stopped requested services...thank you for your time...I saw no evidence of their service actually solving anything...I will not recommend them...however, the case is closed and no more charges are being taken from my account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The resolution was presented via voicemail, and did not require me to respond, as the file was closed and the last month's service, which was not authotized, was waivedI find that this resolution is satisfactory to me Sincerely, [redacted] ***

Our Customer Service Manager has reached out and resolved the issue

Initial Business Response / [redacted] (1000, 9, 2015/10/27) */ Client called and requested the file be closed in June and the final payment was scheduled for June 30thUnfortunately the final payment didn't clear until 9/Thus we didn't bill our client other than what was agreed and certainly nothing in July or AugustWe left the client a vm confirming this information a couple weeks ago

The client emailed to cancel her service on 3/8/In her email she said she understood she would have a final payment on 3/15/for the work we had already completedWe called and spoke with the client on 3/10/and processed her request to close her filePer her request we moved her final payment to 4/1/and her file was closedWe assumed there were no further concerns since we closed her file as she requested on 3/10/and set her final payment to run on a better dateWe then received an upset email on 3/24/and one of our managers reached out right away to confirm her file was closed when she requested and when her final payment would clearThe 24th is also the day she filed her complaintThe client’s request to close her file was handled on 3/10/2016, weeks before she filed her complaint

Our customer service manager received the complaint the client filed and immediately called her on July 7th to resolve the issueThe client paid $for her initial consultation on 5/5/and one monthly payment on 6/5/for the one month of work we completed for herWe let the client know that we would honor her request to cancel her service on 6/2/and the payment that drafted on 6/5/would be her final and only monthly paymentWe explained our billing is done in arrears and the $payment was for the work we had completed before we received her request to cancelShe said she understood the billing as [redacted] explained the same thing when she called before filing her complaintThe client said she still wanted her money back and would keep filing a complaint until she got itWe tried to explain we only charged her for the one month of work she had agreed toWe also explained she signed her welcome letter and an electronic agreement that stated “You have paid an initial consulting fee of $and there [redacted] be a monthly fee of $billed in ARREARS, days after you enrolled.” She said it was too much information and even though she signed it she thought it meant something elseThe client hung up before we could say anything further We called the client back and advised that even though we completed one month of work as she requested and did not charge her any more than she agreed to, as a courtesy we would refund the paymentThe client said she was satisfied with the refund

Two of our managers reached out to the client prior to her filing a complaint on 8-18-2016. The client emailed our office on 6/21/2016 asking to stop her service. We emailed and left her messages on 6/23/2016, 6/27/2016 & 6/29/2016. On 6/29/2016 our last email and voicemail stated: “At this... point we will continue working on your file until we hear back from you. Please give us a call at your earliest convenience at [redacted] . ” We did not hear back from the client until yesterday 8/18/2016. When speaking with the client we told her that we would honor her initial request to cancel on 6/21/2016. All of our billing is in arrears and we let her know her final payment cleared on 6/30/2016. Before the client filed her complaint we had already informed her that we submitted a refund for the 7/30/2016 payment and that her file was closed. On our last phone call we told her repeatedly that we wanted to help her resolve her concerns. She refused to speak with us, said she would just file a complaint and hung up. We included the recording of our last call to her and our last email in June. We feel we made every attempt to resolve the issue prior to her filing a complaint.

Initial Business Response / [redacted] (1000, 10, 2015/07/24) */ Our customer service manager reached out to the client and resolved the issue immediately

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because I was never sent a form of "notice to cancel" What I received was a phone call and hard sell to stay on as a client which I rejected When I did however return phone calls, their system went to voice mail, never allowing the opportunity to verbally cancel If someone had sent me the "notice to cancel" form, I would have immediately returned Cancelling a service should not have to be this complicated and you shouldn't have to start filing complaints with various agencies in order to adhere to a simple requestI believe that this company makes it intentionally difficult for the average consumer to get out of their contract They acknowledge my request for cancellation and it took two weeks, requests, phone calls and a complaint to the Revdex.com to get them to cancel services Sincerely, [redacted] ***

Our customer service manager reached out several times to try and resolve the issueThe client did not return any of our calls and the only contact back was an email to our billing department on 10/15/that said " [redacted] ***"In his complaint the client stated “I was told it was too late to stop the August autowithdrawal from my account even though the payment wasn't due for a few days.” When the client called in to cancel, his August payment had already processed and clearedWe listened to the entire recorded conversation and the client’s statement above was never mentionedWhen we spoke with the client to close his file we told him he would have one final payment on 9/16/The email the client referenced in his complaint was sent and his final payment date of 9/16/was highlighted in blue.Even though the conversation couldn’t have been more clear and the email we sent confirmed his final payment date of 9/16/2016, as a courtesy we have closed his file and waived his final payment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAfter speaking with ***, he explained the program to me in greater detail and I felt much more comfortable with the understanding of how it works as well as my options to cancel at anytime, given the fact I will be on a limited income after I go on maternity leave [redacted] was courteous and understanding of my situation and provided excellent customer serviceI felt much more at ease with my decision to move forward with the program after speaking with him Sincerely, [redacted]

Our customer service manager called and left a message on February 17th before the client filed her complaint. As soon as we received the complaint we immediately reached out again. We’ve called several more times and left 3 additional messages to resolve the issue. We have not heard back from the... client.

Our customer service manager reached out to the client to resolve the issueThe client claimed that the representative from our company who enrolled him lied and promised that he would get approved for a $loanThe client was referred over to our company after he had applied for a $loan He had some credit issues that were preventing him from being approvedOur company does not provide financing nor have any control on whether or not a client will be approvedWe have a recording of the client’s conversation when he enrolled on 9/23/minute into the conversation our representative said, “It looks like there may be some credit issues holding you back from obtaining the loan, is that correct also?”The client replied “Yes”When our customer service manager spoke with the client he started the conversation by stating that we would close the file, refund the $and make sure he was not charged againHe then tried to explain we listened to the conversation when he enrolled we never stated that he would be approved for a loanThe client said he didn’t want to hear it, refused to discuss anything and just demanded his money backWe understand how frustrating it can be for anyone that feels misleadHowever, our representative was very clear and at no point did we promise or even imply that he was going to be approved for his loanThat is why we confirmed “It looks like there may be some credit issues holding you back from obtaining the loan, is that correct also?”Even though we did not lie to the client and completed a month of work as the client requested, we’ve closed the client’s file and have issued a full refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/12) */ We attempted to reach out to the client to resolve the issue before we received his complaintWe continued to reach out to him and have resolved the issue Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has reimbursed me for the amount charged after cancellation and has removed the disputes as outlined in this complaint

Our customer service manager reached out to the client and resolved the issue

*** *** called on behalf of Mr*** to cancel his serviceWhen she called on 3/3/the representative from our company confirmed that his final payment would draft the following day 3/4/The billing for all of our clients is done in arrears and the final payment covered the work
that had already been completedMs*** acknowledged the final payment and never mentioned that it would be an issue if we attempted to process the paymentOur customer service manager reached out several times to speak with the client and he did not return any of our callsHis file is closed as Ms*** requested and he will not see any further charges from our company

Our customer service manager reached out several times to resolve the issue and the clients did not respond to any of our attemptsThe clients' files were closed the day they called in on 11/4/Our billing is in arrears and every client in our program will have one final payment when closing
their fileThe clients both signed their welcome letter and service agreement stating they understood the billingWe have our clients do this immediately after enrolling into the program to avoid issues like this"Billing Information: You have paid an initial consulting fee of $and there will be a monthly fee of $billed in ARREARS, days after you enrolled. "We reviewed the call recording to look into the client's complaint that the representative hung up on herAfter an minute conversation the client stated that she just wanted their files closedOur representative confirmed they would each have one final payment on 11/30/The client said "thank you" and based on the recording it appeared that the conversation was overWe apologize if they client still had other things to discussAfter she said "thank you" she said nothing after that and the line was silent.To confirm, the clients' files are closed as they requested on 11/4/